Sydney, 19 November 2018 – QPC, the specialist contact centre services and solutions company, has deployed the Genesys™ PureCloud™ all-in-one cloud customer engagement and collaboration contact centre platform at Gympie Regional Council in Queensland.
PureCloud replaces the council’s legacy customer contact centre performance management software which had limited functionality, reached end of life and was being decommissioned.
At the same time, Gympie Regional Council was seeking a solution that would underpin its call handling ability, including queuing and routing of calls, provide a high grade of service and be compatible with the council’s telephony platform while functioning at multiple sites across the council’s facilities.
From an internal perspective, Gympie Regional Council also wanted a solution which could provide analytics and reporting based on real time and historical data which would enable it identify trends while supporting workload management, forecasting and scheduling of resources.
QPC was selected via a tender process to deploy PureCloud and successfully met the council’s challenge of rapid implementation in between council rate quarterly issue. The decision to appoint QPC was based on the company’s experience and qualifications while it had high confidence in the solution being a proven-market-leading customer experience technology platform that had all the features and ability to meet its requirements and provide value for money in the years ahead.
PureCloud provides the council with omni-channel capability for the future and improves the speed for handling customer enquiries. Since going live earlier this year, the product has enabled it to rapidly add or remove customer contact officers as required, depending on call volumes during the day.
In addition, customer contact centre officers have found PureCloud easy to use wherever they may be located. Outages are now a rare occurrence while QPC is also continuing to work with the council to ensure maximum advantage is taken of the investment in infrastructure.
Gympie Regional Council is located in South-East Queensland, approximately 170 kilometres north of Brisbane. The Council serves the beautiful Gympie region, which includes a combination of rural, urban and coastal areas across 6900 square kilometres. Approximately 50,000 residents live in the region.
QPC has been at the forefront of contact centre innovation for more than 20 years and was originally founded in 2002 following the merger of Callscan and Quality Plus, both of whom shared a common heritage in providing world class contact centre solutions.
The company’s focus remains on delivering our customers with services and solutions that improve their engagement with their customers. This is achieved through a focus on voice and multimedia platforms, performance management, resource management, quality management, customer analytics, consulting and education services.
QPC today has offices in the United Kingdom (Head Office), the United States Sweden, United Arab Emirates, South Africa, and Australia. For further information, visit: www.qpc.com